This charter is a public commitment to service standards; it does not replace bye-laws or regulatory duties. Where timelines cannot be met (e.g., network outage), branches will inform members and complete work at the earliest opportunity.

Members can expect:

• Polite, fair and non-discriminatory service.
• Clear explanation of charges, interest and sanction terms.
• Defined turnaround targets for common requests (subject to complete documentation).
• Escalation path through branch manager → head office → grievance officer.